Evaluates the working of the Financial Services Act, comparing its early promise with a rising tide of criticism, suggesting that self regulation does not adequately safeguard the consumer interest.

Purpose – Emotional responses to complaint experiences have received limited research interest. The current paper seeks to address this gap by considering the role of perceived justice in the elicitation of differential emotions following complaint‐handling experiences....

Acknowledgements -- Introduction -- Context and strategy -- The role, contribution and context of financial services -- The financial services marketplace : structures, products and participants -- Marketing financial services : an overview -- Strategic development and marketing planning --...

Acknowledgements -- Introduction -- Context and strategy -- The role, contribution and context of financial services -- The financial services marketplace : structures, products and participants -- Marketing financial services : an overview -- Strategic development and marketing planning --...